Archived: First Call Community Systems T/A SureCare East Riding

Updated 5 October 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

Two inspectors carried out this inspection. An Expert by Experience made telephone calls to people and their relatives. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This service is required to have a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

At the time of our inspection there was not a registered manager in post. The manager has submitted an application to register.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 08 September 2022 and ended on 21 September 2022. We visited the location’s office on 08 September 2022.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with five people and five relatives about their experience of the care provided from the service. We spoke with seven members of staff including the operations manager, the manager, senior care workers and care workers. We reviewed a range of records. This included three people's care records, multiple medication records, three staff files and a variety of records relating to the management of the service, including policies and procedures.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at policies and audits and additional evidence to support the inspection.

Updated 5 October 2022

About the service

First Call Community Systems T/A SureCare East Riding is a domiciliary care agency providing personal care to people in their own homes. At the time of our inspection there were 35 people who received a regulated activity.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of using this service and what we found

Governance systems were in place but they some areas had not been identified. We have made a recommendation about this.

Staff had a good knowledge of people and any risks to their health and wellbeing. Risk assessments were not always sufficiently detailed.

People received all their planned care calls in a timely manner. The provider was actively recruiting, and recruitment procedures were in place. People felt safe with the staff that supported them and safeguarding procedures were in place.

Systems were in place to reduce the risk of spread of infection. Accident’s and incidents were monitored, and reflective practice occurred to reduce the risk of occurrence and ensure lessons were learnt.

Staff received induction and training; however, some records had not been fully completed. Staff felt well supported and received supervisions and spot checks to support them in their roles.

Where appropriate people were supported with their health care needs and their fluid and nutritional intake.

People were supported by kind and caring staff who respected their privacy and dignity. They received a person-centred service from staff who knew them well and were passionate about delivering good quality care.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and staff were positive about the support they received from the management team. This led to good care been delivered and good staff morale.

Rating at last inspection

This service was registered with us on 21 May 2021 and this is the first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.